August 12-14, 2018
Chicago, IL

Agenda Day 2

8:00 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairman’s Opening Remarks

8:45 am - 9:15 am Opening Address: Customer Centered Design to Transform Customer Experiences

Donald Hicks, Vice President User Services,Twitter
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Donald Hicks

Vice President User Services
Twitter

9:15 am - 9:45 am Industry Insight: Taking CX to The Next Level


Sponsored by: ttec

9:45 am - 10:15 am Networking Break

10:15 am - 10:45 am Master Class - Turning Conversation into Results with Speech Analytics

10:15 am - 10:45 am BrainWeave - Cloud Momentum: Delivering New Capabilities

10:45 am - 11:15 am Business Meetings

11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm Case Study: Measuring CX - Determine The Right Score and What Do You Do With It!

Amy Shioji, VP Customer Experience and Insights,USA TODAY NETWORK
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Amy Shioji

VP Customer Experience and Insights
USA TODAY NETWORK

11:45 am - 12:15 pm Case Study: Balancing a Human Touch with Automated Support

Nate Rosenthal, Head of Global Customer Success and Operations,Square
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Nate Rosenthal

Head of Global Customer Success and Operations
Square

12:15 pm - 1:15 pm Networking Lunch

1:15 pm - 1:45 pm Case Study: The Truth About Customer Service - Stop Trying Too Hard And Start Making It Easy

Lisa Oswald, Senior Vice President, Global Customer Service,Travelzoo
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Lisa Oswald

Senior Vice President, Global Customer Service
Travelzoo

1:15 pm - 1:45 pm Case Study: The Power of Listening- Having the Ability to Deliver Supreme Customer Support

John Goodwin, Vice President, Global Customer Care,MasterCard
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John Goodwin

Vice President, Global Customer Care
MasterCard

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:30 pm Interactive Roundtable Discussion

3:30 pm - 4:00 pm Networking Break

4:00 pm - 4:30 pm Industry Insight: Improve Customer Care and Increase Your Bottom Line with AI

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Closing Address: Allstate’s ‘Digital Colleague’ - A Blend of Human Intelligence and Problem Solving with Technology

Carla Zuniga, Senior Vice President,Allstate Insurance Company
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Carla Zuniga

Senior Vice President
Allstate Insurance Company

6:00 pm - 6:30 pm Cocktail Reception